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SAP Hybris RUI Widget Telephony Integration

We recently got a requirement to write the logic/functions to integrate widgets to Cloud for Service. For the sake of simplicity I wont get into validations or checking formats etc.

First we wrote the logic for handling inbound calls…

For example, the incoming call object could be as simple as this:

Then we create the payload as per sap documentation.

Lastly the method to post message to parent

Inbound working.

For outbound, we first need an event listener for our method that will handle the call

Then in the call handling method we simply get the number and proceed with what we need to do. Example connect to external service to make the call.

Click on any number, the call will be passed. Example below.

Thank you for reading.

3 Comments
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  • Hello Thabiso Mokaba,

    Thank you for this detailed Blog!

    I am entending to integrate C4C and Avaya.I read the documentation but it’s not quite clear for me The client doesnt want to install anything in the agents machines so i think that we have to go with widget scenario.

    – But would it be some added charges?

    – Avaya should bring the widget?

    -Aand we’re gonna add the url in the configuration in C4C side but how to configure the details of inbound and outbound calls like you did in this Blog?

    Thank you very Much Thabiso

    Sarah,

    • Hi Sarah SEINGH ,

      The not sure I understand what you mean by added changes.

      Yes,the telephony solution provider would need to bring the widget. This blog would help in building the widget should it not exist, or in the event that they are not sure how to pass the call to C4C.

      The service provider’s widget only has to pass the call info and C4C will handle the call via the notification that pops-up. For outbound the widget would has to have an event listener as per above to be on stand-by for the outbound-call event from C4C.

      On you side for C4C you just have configure it as external telephony provider and add the URL for the widget, the rest is all handled by the JavaScript functions between C4C and the widget.

      Hope that helps.

      Thabiso Mokaba.

  • Hi Sarah,

    Going through your requirement, I think the external widget integration is the right solution for you.

    I have worked on Multiple Integration for SAP C4C and Avaya. You can enable CTI Integration through multiple Avaya Platform (AES, AACC, Avaya IPO..) Which platform are you trying to use.

    If it helps, we are SAP Cloud for Customer and Avaya certified solution and would encourage you to review our platform to enable and maintain seamless integration.

    https://www.sapappcenter.com/en/product/display-0000023361_live_v1/AMC's%20DaVinci%20for%20SAP%20Cloud%20for%20Customer%20%28C4C%29

    If you have to need any additional details I am happy to assist you.

    Best Regards,

    Vamshi Suddapalli

    AMC Technology

    vsuddapalli@amctechnology.com